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Before you begin troubleshooting, you should be able to identify which of your MacPractice computers is the server computer.
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Incorrect Username or Password
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Is the computer you're attempting to log in to the Server Computer?
If so, then click on the the gear icon in the upper right hand corner of the login prompt. You can see it in the animated image below. In the field "Server IP Address", confirm that this is set to "localhost" as shown in the image.
Attempt to log in, and see if that resolves the issue.If this doesn't work, or if the Server IP Address is already set to localhost, contact MacPractice Support for further assistance.
Is the computer you're attempting to log in to a Client Computer?
If connecting to a client, first check to ensure the Server Computer is up and running. Ensure that you can log into MacPractice. If the Server isn't running, no client will be able to connect to the Server.
Can another Client Computer connect to the Server?
Once you've verified the Server is up and running, you'll need to verify that the IP address the client has for the Server is correct.
Move to the Server Computer. Navigate to the Apple Menu > System Preferences > Networking.
Select your connected network device (Ethernet or Wifi, typically), and check the IP Address field.Is this the same IP Address that's plugged into the Client's Connection Drawer?
If it is, then this is pointing correctly.
If it isn't, change the client's IP address listed in the Connection Drawer to match. Then try to log in again.
If you are still unable to connect, the next step is to establish whether the network connection between the server and the client computers is available. The best way to do this is to "ping" the Server IP Address to determine whether there is a network connection between the two computers.Navigate
To ping, navigate to the Spotlight Search (the magnifying glass in the upper right hand corner of your desktop). When you click on it, a prompt will appear. Type in Network Utility into the prompt.
Double click Network Utility to open it. From here, click on the "Ping" tab. Type in the Server IP Address into the field, and click Ping.
There are two kinds of results you'll get.
"Request Timeout" indicates that the client tried to reach the server, but never received a response at the address given.
If you see results like this, and the Server IP Address is correct, you're having some network issues.
MacPractice Support can't necessarily help in this situation, as we don't know how your network is configured and troubleshooting would almost certainly require an on site presence and falls outside of our support boundaries.
If you see these results, this means that your client can access the server computer, and so the network connectivity doesn't initially seem to be the issue.
At this point, if you have a connection between the client and the server, we recommend contacting MacPractice Support for additional troubleshooting.
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Receiving response times will look like this:
Each line indicates how long it takes for a packet of information to be received from the pinged computer. If you’re receiving these at all, that indicates that you have a connection with the pinged computer.
If you have a connection and you’re still unable to log in, reach out to MacPractice Support for additional assistance.
MySQL isn't Starting
After a power outage, or in other rare circumstances, you may encounter this error. MySQL errors indicate that the database where all of your MacPractice data is stored has encountered some issue that needs correction.
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Login Items (Ventura Only)
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There is one important thing to note about MacOS Ventura. Any installation of MacPractice on Ventura, whether it is a full installation or an update installation will trigger this notice:
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This is a new security setting in MacOS Ventura that can control what processes are permitted to launch with software such as MacPractice. No action needs to be taken, as the installation grants these permissions.
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